Post on 18-Dec-2014
description
ZEITGEIST
I WE
shareholder
short term profit
individual
Market
Globalization
privatize
deregulate
Complexity
propriotary
gamble
ZEITGEIST
bonus culture
ratio
I WE
shareholder
short term profit
individual
Market
Globalization
privatize
deregulate
Complexity
propriotary
gamble
bonus culture
ratio
customer
long term development
society
Anti- bonusculture
goverment
national, regional, local
nationalize
control
simplicity
Open source
save
inspiration
ZEITGEIST
i we
Control
freedom
customer
long term development
society
Anti- bonusculture
goverment
national, regional, local
nationalize
control
simplicity
Open source
save
inspiration
ZEITGEIST
i we
Control
freedom change
wellbeing
network
sustainable
Vision
stable
tradition
relaible
known
safe & solid
ideals
ZEITGEIST
co
nn
ec
t
EC
HT
MATRIX
POLARISATIE
TR
AN
SP
AR
AN
T
UX
TRENDS
RESET
RESET
RESET
RESET
RESET
RESET
RESET
RESET
RESET
“CUSTOMER SERVICE IS NOT JUST ANOTHER DEPARTMENT”
ZAPPOS, www.zappos.com
TRANSPARANT
TRANSPARANT
TRANSPARANT
TRANSPARANT
TRANSPARANT
TRANSPARANT
“WHAT ARE ZAPPOS EMPLOYEES DOING?
ZAPPOS, twitter.zappos.com
CONNECT
CONNECT
CONNECT
CONNECT
CONNECT
CONNECT
CONNECT
CONNECT
A FORMULA IN THE VIRTUAL ERA
IMAGE =<
REPUTATIONAllan Jenkins
Allan Jenkins
REPUTATION =
SEARCH RESULT
Allan Jenkins
SEARCH RESULT =
CUSTOMER EXPERIENCE
VALUE PROPOSITION
=
(PRODUCTPORTFOILO + SERVICE
LEVEL)
VALUE PROPOSITION
=
COMPLETE CUSTOMER EXPERIENCE
OR
POLARISATION
POLARISATION
POLARISATION
POLARISATION
POLARISATION
POLARISATION
“HOE MUCH HEALTH CARE DO
YOU REALY NEED?”
Interpolis, campaign 2010
UX
UX
Preventiebericht
Het heeft vannacht gevroren en kan
daarom glad zijn. Rijd voorzichtig!
OK
UX
UX
UX
UX
“A 1-800 NUMBER ON EVERY PAGE”
ZAPPOS, www.zappos.com
MATRIX
MATRIX
MATRIX
MATRIX
MATRIX
MATRIX
“THE WEB IS DEAD, LONG LIVE THE
INTERNET”WIRED 2010
ECHT
ECHT
ECHT
ECHT
ECHT
ECHT
Ford war room
“CULTURE EATS STRATEGY FOR
BREAKFAST”